No service and no refund

On the 11th of September I ordered flowers to be delivered as a birthday gift on the 12th. The order was placed ealy as it was meant to be a surprise. On the 12th (on the day) I recieved a call, at 16:00, that the driver would not be able to make the delivery. To late to make any other arrangements. I the asked that the funds be fully refunded and was informed that it would be done within 7-10 working days. After repeated phonecalls and emails, to this day I have not received my refund. The only feedback ever recieved was repeated requests for the order number. Disappointing as previously never had problems like this before. Service seriously deteriorating. A loyal customer lost.